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Building Bridges Customer Service Empowerment Techniques

4 practical, tactical tools to achieve the best ‘Customer Force of 1’ outcomes

There is an etiquette of sorts that will help ensure achieving the best possible Customer Force of 1 results from higher-ups in the organization you’re targeting for help and resolution. Here are four tips to help you get there: Leverage your initial contact with the regular customer service department. Sometimes, when you’ve experienced poor customer […]

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Building Bridges Customer Service Empowerment Techniques

Be a customer service force of 1

While customer service departments and representatives generally are doing a better job of addressing consumer satisfaction in a timely and complete manner, it’s not always sufficient to rely on others to move the process forward. In some cases, the impacted customer needs to go further and farther to pierce the normal routes and get needed […]

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Building Bridges Cultivating Positive Relationships Customer Service Kudon'ts Kudos

Peloton experiences ‘under delivering’ customer service woes

It may be Joe Biden’s stationary bike of choice, but Peloton is currently a poster child for under delivering, with buyers expressing strong frustration about long waits to get their bikes delivered. Notes the New York Times in a January 17, 2021 article: “Peloton’s Rapid Rise Is Threatened by Its Slow Delivery…The company has boomed […]

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Building Bridges Cultivating Positive Relationships Customer Service

Maine senator offers valuable 2021 customer service insights

On 60 Minutes recently, Maine Senator Angus King called Maine “a big small town.” When interviewer Jon Wertheim asks what he meant, King responds, “If you’re from Maine and you stop on the New Jersey Turnpike for gas, and the car next to you has a Maine plate on it– I guarantee within 30 seconds […]

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Building Bridges Business Development Cultivating Positive Relationships Customer Service

Trust will drive consumer loyalty in 2021

In a world filled with distrust and discord, building and maintaining brand trust will be more important than ever in 2021’s customer service equation. Companies offering and delivering on trust promises will see increased customer loyalty and longevity along with beneficial effects of positive reviews and word-of-mouth. Companies coming up short in the trust arena […]

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Building Bridges Cultivating Positive Relationships Customer Service

We’ve taken to calling them ‘Karens,’ but they abound across both genders and beyond

Where does customer service cross over into undeserved customer entitlement? A recent T-Mobile ad campaign got me thinking about this important distinction, with the “I want it all…and I want it now” theme. While competent, dedicated and sincere customer service needs to continue growing in this country, the opposite is true of our entitlement mentality, […]

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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques tips

Customer service in a COVID-cranky world

As COVID continues to dominate our lives, customer crankiness is growing substantially. That makes the job of customer service specialists even more challenging. Consumers are not in a forgiving mood, as a recent article in MartechSeries.com (via PRNewswire) notes: “As the COVID-19 pandemic continues, more than 80% of consumers in the US expect customer support […]

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Building Bridges Cultivating Positive Relationships Customer Service Opinion

Costco continues capturing hearts and dollars, bucking trends along the way

Gotta hand it to Costco once again. Their growth continues healthily through the pandemic, largely because of their unwavering dedication to customer service (and their strong employee support doesn’t hurt either). And, this is despite ranking lower than some competitors in the convenience category, cited by a recent ZDNet.com report as a chief consumer buying […]

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37 and Counting Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

Help your customer service team act like caring moms and pops

Heather Wilde, CTO at Roceteer, wrote an article in Inc. Magazine entitled, “What Working at a Call Center Taught Me About Customer Service…The customer may not always be right, but you can certainly treat them better.” The essence of her advice to customer service departments and reps is to act more like caring, concerned moms […]

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37 and Counting Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Customer trust drives loyalty, bottom line

Mom and pop customer service traits—most notably doing business with companies you like, respect and trust—are surfacing everywhere as drivers of loyalty and the bottom line. To make it work, companies must invest time, resources and, yes, money.